Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/47776
Título: The influence of service recovery and loyalty on perceived service quality: a study of hotel customers in Spain
Autores/as: Moreno Gil, Sergio 
Hudson, Simon
Aguiar Quintana, Juana Teresa 
Clasificación UNESCO: 531290 Economía sectorial: turismo
Palabras clave: Destinos turísticos
Hoteles
Fecha de publicación: 2006
Editor/a: 1050-7051
Publicación seriada: Journal of Hospitality and Leisure Marketing 
Resumen: This article analyzes two crucial aspects of services marketing, service recovery and customer loyalty, and their influence on perceived service quality. SERVQUAL was used as the instrument for measuring service quality, and hotel customers in Spain made up the sample. The application of factor analysis highlights a clear distinction between tangible and non-tangible dimensions of service quality for both hotel receptions and hotel restaurants. The results indicate that for non-tangible dimensions of service quality, the quality of service perceived by customers will increase if the customer is loyal, and/or if the customer experiences a service recovery during the visit. However, for tangible dimensions, these two factors have no influence on perceived service quality. Theoretical and practical implications are discussed.
URI: http://hdl.handle.net/10553/47776
ISSN: 1050-7051
DOI: 10.1300/J150v14n02_04
Fuente: Journal of Hospitality and Leisure Marketing[ISSN 1050-7051],v. 14, p. 47-68
Colección:Artículos
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